SHIPPING AND RETURNS
Most items ship UPS, FedEx or USPS ground. Larger Items ship often via LTL carrier. All products and projects have different lead times depending on the nature and scale of the project.
DAMAGED IN SHIPPING
If your item was damaged in the shipping process, we are happy to replace it at no additional charge as long as you have done the following-
Prior to signing for your package, you must open and inspect the package immediately and photo document all damage and packaging. DO NOT SIGN FOR DAMAGED ITEMS. All photo evidence must be sent to us within 24 hours of the packages arrival or we will be unable to process the claim through UPS, FedEX or the freight company on your behalf. Please read full policy below.
Return Policy – Warranty
ANY Orders Changed, Canceled or Refunded will incur a 2.9% Fee + $.30. PayPal no longer returns processing fees
RETURNS REQUIRE A COMPLETED RMA FORM AND AN RMA NUMBER TO BE PROCESSED
Please contact us for your RMA number before returning your item(s). All returned items must be in completely unopened, new and unused condition. We are unable to accept returns on an item that is used or the items packaging has been damaged or altered. Items that are “Built to Order” will incur a 25% cancellation fee if order is canceled 24 hours after ordered. Items that are “Built to Order” will incur a 50% cancellation fee if order is canceled 72 hours after ordered. Items that are “built to order” are non refundable after shipment. You will also be charged 2.9% Fee +.$30 for the payment processing.
We will accept returns on any unused and unopened (still in protective wrap) items 15 days from the delivery date. Product must NOT be removed from it protective wrapping. Plumbing parts are not eligible for return. Customers wishing to make a return must contact us for an RMA (see above) within 15 days from the delivery date. Customers are responsible for the return shipping cost to LUNA REEF's warehouse. luna-reef.com does charge a 10% restocking fee, If FREE SHIPPING or Flat Rate shipping was included, actual shipping cost (not discounted) will also be deducted from the final refund. Refunds are given after goods arrive at our warehouse in their original unopened and unused condition. Under no circumstances are opened or used products accepted for return unless special arrangements have been made prior and RMA is issued. Opened and used products will be refused and returned to the sender, even if RMA is issued. It is the customers responsibility to not send opened, damaged or used items.
ITEMS DAMAGED IN TRANSIT
If an item is damaged in transit, we will replace the item free of charge (after shipping claim is paid from shipping company) and cover the cost of shipping the replacement if the following procedure is followed.
If you see unusual damage to the external shipping boxing, please open the package and inspect items for damage immediately upon arrival. If the product is sealed in plastic wrap, contact us prior to opening the seal to avoid voiding our return policy. Please keep the damaged product and packaging, as UPS may inspect the package to evaluate it for insurance purposes. If your product arrives damaged, you must contact us within 24 hrs from arrival date or we cannot file a claim on your behalf. Emailing us pictures of the damage is MANDATORY within 48 hours of receipt.
SHIPPING COST DEDUCTION FOR ORDERS SHIPPED WITH A FREE SHIPPING PROMOTION
If your order was placed under a free shipping promotion the original shipping cost for that item will be deducted from your refund.
If you are having a technical issue with one of our products, we do offer basic troubleshooting. This is limited to basic functionality of the product. We DO NOT offer consultation or installation services.
If your product does not function correctly or is otherwise considered broken, we will troubleshoot the technical issues to help solve problems. We only provide diagnosis of non functional items and not Installation assistance as mentioned in our “Troubleshooting” section. Please use the Contact Us page and include your order # or your account information. If you do not provide this information, this can delay a response from us.
LUNA REEF makes no claim to the suitability of this product for any specific use. The end user is solely responsible for determining fitness for a particular use, and for installation. This product is sold as a component of a custom aquarium installation.
Our Products are warranted to be free of manufacture defects for a period of 6 Months from date of purchase. We will, at our discretion, repair or replace your product at no charge during this period. Return shipping is the responsibility of the purchaser. This warranty does not cover accidental damage, misuse, improper care or alteration, or acts of God, such as floods and earthquakes. Coverage terminates if the original purchaser sells or otherwise transfers the product. Purchaser must provide sales receipt from authorized dealer. This warranty excludes claims for incidental or consequential damages, loss of revenue or profits, loss of business, or other financial loss in connection with the warranty problem.
Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages so the above limitation or exclusion may not apply to you.
This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state or country to country.
WHO WE ARE
Luna Reef is the culmination of two distinct skill sets.
Decades of combined experience in the plastics manufacturing industry and the reef keeping hobby.
Through trial and error, we adapted as hobbyists. The great joys of our success in the hobby coupled with reflection on our failures grant us an intimate knowledge of the needs of our customers. An extensive understanding of materials and the fabrication processes allow us to meet those needs with exceptional products at an affordable cost. There is an extra element at Luna Reef as well...
A PASSION FOR CREATIVITY
The same creativity that allowed this hobby to harness the complexity, simplicity, and beauty of nature into the reef tanks of today. This creativity is what makes us who we are. We are not a just a business making products. Most of the time it doesn't feel like we're working at all. We are hobbyists doing what we love, and we hope it helps you do the same.
WHAT WE DO
Versatile solutions for hobbyists of all skill levels. Precision machined and master-crafted from the highest quality materials available.
WE DONT COMPROMISE, EVER.
Handcrafted aquarium filtration systems, components and accessories to make your vision a reality. Solving issues reliably so you can spend more time enjoying your reef. Always evolving, always improving. Never forgetting the wonder that lured us into the reef to begin with or the customers that allow us the opportunity to do what we love every day.
FIND YOUR SOLUTION.
- luna reef -
A subsidiary or Acrybox LLC, was established in 2017 and currently resides at 13446 Chambord St Brooksville, FL 34613